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We’re aware that some of our past reviews on Trustpilot don’t reflect the full picture of who we are as a company. Until recently, we didn’t have access to this platform, which meant we were unable to respond or share our side of the story. Now that we can engage openly, we believe it’s important to recognise that there are always two sides to every experience. Some of the feedback is extremely surprising to us and may even relate to experiences with another company. While it’s disappointing to see negative reviews, we have consistently encouraged our customers to leave honest feedback on our Google page, where many have shared positive experiences. We remain committed to transparency, learning from feedback, and continually improving the service we provide.
Lincoln Road 11, LN2 3HZ, Welton, Royaume-Uni
3,9
12 avis
A répondu à 100 % de ses avis négatifs
Répond généralement dans un délai d'une semaine
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Excellent service from start to finish. Really pleased with the stove and how it's turned out. Also Dean has gone above and beyond with any after care post installation. Would highly recommend 👌
From our very first meeting with Ash in the shop, to the guys coming out to our house in Birmingham, the service was brilliant...We needed our current gas fire fixing...it's been a nightmare, with various engineers attempting, and failing to fix the fire..the guys came out, and spent the whole day, making sure everything was taken apart, testing, and then replacing if needed...they were incredible..and still smiling at the end of the day...when I'm they were really cursing the day I walked into the shop...I can't praise them highly enough...Just Excellent!
Ignite Stoves & Fireplaces provided an excellent service from initial enquiry through to final installation. The team were knowledgeable, reliable, and clearly experienced, which gave real confidence throughout the process. The stove itself is exactly what I was looking for, and the fitting was completed to a very high standard. It’s refreshing to find a company that delivers such a smooth and satisfying outcome. Very pleased and would not hesitate to recommend Ignite Stoves & Fireplaces.
DONOT use this company , they are so rude I have had many sleepless nights nights over the way I have been treated by them , made an absolute mess of my hearth £6.000 later and complete bodge job , won’t even discuss it with me , disgusting !!! I am having to go elsewhere to get the job done correctly costing me even more money ..
Réponse de Ignite Stoves & Fireplaces
We’re sorry to hear that you’re unhappy with your experience. You chose a natural Lincolnshire limestone, which by its very nature contains natural markings and variations. Unfortunately, these characteristics are completely outside of our control and are part of the beauty and individuality of this stone.
We strongly disagree with the claim that the work was a “bodge job.” The hearth was supplied and installed in line with what was agreed and with the inherent characteristics of the material selected. We have many photographs of this particular hearth, which shows that it presents very well and contains relatively few natural markings. In fact, many Lincolnshire limestone pieces display far more prominent fossil and vein markings than those visible here.
We did not intend to cause any distress and regret that you feel this situation has affected you so deeply.
As with all natural stone, variations in colour, texture, and markings are not defects but natural features, and this is something we make clear prior to installation.
We always aim to act professionally and fairly, and we are sorry that on this occasion you feel let down.
Ignite was just one of the companies that we approached for a survey and Dean impressed us with the depth of his knowledge. They are also the supplier for Contura wood fires - We decided to go with them to replace an existing fire and replace the flue plus the fire surround. We went to the showroom in Welton and was talked through all of the options and Dean provided a price for all of this. We paid our 50% down and a few weeks later Dan and Billy turned up, on time (I hate waiting in for tradesmen when they don't bother turning up on time - these guys were here on the dot of the promised time). There were a few challenges due to the nature of the wall construction around the fireplace but Dan and Billy had a solution for everything and we ended up with a beautiful new fire - very efficient. We were given a full and detailed demonstration on how to use the fire (we'd never used the one that was in there when we moved in) Dan and Billy left the place spotless when they'd finished and apart from a minor snagging visit to sort a technical issue with the flue, everything has gone exceptionally smoothly. Can't recommend this firm highly enough.
What a shambles! Failed to identify all the problems before starting to install our stove! Result was chaotic. Mess everywhere and they didn’t clear up! Final finish was substandard! This company gave me a plan and then from the start used another plan! And then that plan changed every time I gave them a drink!
Needed a fire disconnecting and capping . Too small a job for some but Mark came within an hour was polite careful and efficient.
Would def recommend and go back for any future requirements.
Thankyou Mark
We were very disappointed with our stove and the service. The communication from the salesman wasn't clear and didn't specify that he he had arranged the flue to come out the back of the stove which gave it a completely different look to what we asked for. It was offered to us that it could be done again but we would be charged for it, after complaining they offered to put half towards it but would have still cost a lot of money on top of paying for the original fitting.
We chose the charnwood stove in cream which we assumed was just like the sample colour that we saw in their showroom however it was spray painted cream which we were not made aware of. The paint was actually patchy in places and comes off easily. The workmen were very nice and left the place tidy afterwards. Just bad customer service and lack of communication which really let us down.
A very drawn out job and cancellations. The initial survey was a waste of time, as my agreed hearth was then changed for something I didn't want.
The plastering still hadn't been done three months after the fitting and I eventually gave up on them finishing the job.
For our part we had a good experience with these people. They were helpful, communicative and tidy.
Due to the situation with Brexit and the Covid restrictions a company connected with the making of our fireplace went bust but they let us have a more expensive model at no extra cost, for which we were grateful. They were very careful to observe the distancing rules and protected our floor with sheets.
In view of the other comments it looks like I am their Dad! But you can only speak as you find and we are well satisfied.
Terrible job.
What started out all nice and easy turned into a disaster. They had massively underestimated the job involved in my new log burner and chimney liner.
Ended up with :-
Badly damaged plaster work and beading falling off.
Granite hearth slabs left badly damaged after install.
Old razor sharp liner fragments left on the drive.
Buckets of mortar left on drive.
Paintwork left in a terrible state.
I have contacted them regarding all of this and three months later still heard nothing.
Nice and friendly, promise the earth but sadly didnt deliver.
Avoid
Ignite stoves a company to avoid. I had a very bad experience with them to build a fireplace in my lounge which tool 7 months instead of 2 weeks like they proposed. Below are the following issues I had with them:
- 7 months delay ( always apologising)
- plasterer destroyed wall paper and poor job
- Christmas and new year not able to enjoy our living room because of the mess
- Destroyed paint job installing the glass shelves
- bottom mould board not refitted
- marble a line from top to bottom and not flush also gap is noticed!!!
Left with a poor quality fireplace which i will need to rectify!
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